Literature Review

Understanding ITIL key processes relationships
The Information Technology Infrastructure Library manages the service delivery of IT services and support, therefore it can be defined as a set of best practices to manage the processes in the framework (Boyd, 2005). According to Gartner, the most common mistake organisations make is confusing these processes with the services, which leads to service delivery failure (Ecar, 2009). According to Boyd (2005) incidents and problems are not synonymous. Incidents have an objective to restore a service / task as quickly as possible and an incident only become a problem if the first level of support cannot resolve it. Therefore, problem management reduces the impact of service disruption by diagnosing the primary cause of an incident. To further understand the ITIL process relationships we learned that Boyd (2005) states an incident does not become a problem, but they have a many-to-many relationship see figure1 below.